Topics

1

Improving QueueMetrics / Set Alarms on Specific Channels... ?

« on: January 22, 2008, 15:58:15 »

so I really dig the alarm thing (esp. the audible one) in relation to our internal calling (people of course can abuse internal calling in order to skew their numbers) -- but I noticed you can't set an alarm on a specific channel when you've monitoring multiples.

In a call-center type enviroment, this could really be helpful (the ability to set the alarm only on one channel out of 8 for example). I've never done anything with java, so I can't alter it to do this myself.

Anyone see the use in this ability?

2

Outbound and QueueMetrics / monitoring transfer in QM

« on: December 10, 2007, 23:36:23 »

Using the standard vm-macro... this monitors whether the call is internal (of course we want to keep an eye on our agents and make sure they aren't avoiding calls by staying on the phone with one another)... inbound (i.e. when someone calls in and enters an agents direct extension)... or a transfer from another extension. Just a matter of setting up the appropriate queues in QM (much like you'd setup an outbound queue), calling the macro in your extensions and adding a few lines to your vmail macro and changing queueDial.agi slightly.

example :

extensions ---

exten => 2000,1,Macro(voicemail|SIP/2000|2000|{vmail_group_name}|inbound or internal --depending on where the call originates)

exten => s,1,NoOp
exten => s,n,Set(context="${ARG4}")

exten => s,n,GotoIf($["${context}" = "internal"]?5:4) <--- does the context argument = internal? yes? move forward determine if it is a transfer and then reset the arg4... no? move to the next.

exten => s,n,GotoIf($["${context}" = "inbound"]?7:<--- does the context argument = inbound? yes? move forward and reset the arg4... no? move to the hangup.

exten => s,n,GoToIf($[${LEN(${CALLERID(num)})} > 5]?6:7) <--- in my case  the internal extensions are 4 digits long...so I look to see if the callerID is longer than that -- if it is not proceed to set the context as transfer...

exten => s,n,Set(context="transfer")
exten => s,n,Set(ARG4="")
exten => s,n,Set(agent="${CALLERID(num)}")
exten => s,n,DeadAgi(dial.agi|${ARG1}|${ARG1}|${context}|${agent})
exten => s,n,GoTo(s-${DIALSTATUS},1)
exten => s,n,HangUp()


make sure your altered queueDial.agi (saved as dial.agi) looks like this starting at line 34.

# Entering the program
logit(0,  "QueueDial ---- " . $ARGV[0] . "- " . $ARGV[1] ."----" . (scalar localtime) );

my $NUMBER  = $ARGV[3];
my $CHANNEL = $ARGV[3];
my $QUEUE   = $ARGV[2];
my $AGENT   = $ARGV[0];



maybe a bit sloppy... but it works.

3

Improving QueueMetrics / Agent Calls Per Day?

« on: July 17, 2007, 19:31:47 »

What about showing (or optionally showing) agent calls/call time per day?

To elaborate:

On running a custom report for an entire month, a manager can see how many calls were answered/unanswered per day, the avg. wait time per day, the distribution per hour, etc... something the Director of Ops here pointed out that would be rather useful is the ability to break it down to call-time per agent per day without having to go in and individually select each agent (not such a problem if you only have 10 agents... but what if you have 100?).